IT Support Engineer L1 : EUC
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.
You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.
You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.
You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.
Great work. Great opportunities.
Want to be part of our team?
The primary responsibility of Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to end users by managing incidents to resolution.
The Support Engineer L1 focuses on first line support for standard and low complexity incidents, requests, problems and events.
They ensure that assigned infrastructure is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
The will also take responsibility for ensuring that the software is installed and configured according to business requirements.
The Support Engineers L1 identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail.
They liaise with all stakeholders including vendors, carriers and colleagues to expedite diagnosis of errors, incidents, events and problems and to identify a resolution.
They investigate first line support calls assigned to them and identify the root cause of incidents, events and problems.
They ensure the efficient and comprehensive resolution of incidents, events and requests, usually documenting the problem resolution and troubleshooting steps.
This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident, event or problem to resolution.
Where necessary, they escalate requests and exceptions to the 2nd line support team.
They provide continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by Dimension Data procedures.
Support Engineers L1 ensure the preparation of assets and tools for new users (employees) by installing software and hardware to computers and assist with the configuration of devices for users who choose to bring their own devices to work.
This is done in line with company policy and IT security measures.
Incident, problem, request and event management
When required they will take responsibility receiving calls, events, problems and incidents at the services desk. They assist in analysing, assigning and escalating the support calls.
They also provide telephonic support to clients where required. They are required to identify the problem, incident or event, perform root cause analysis on events, problems and incidents and document the actions required, identifying and selecting the appropriate solutions, including the development of a workaround plan.
They ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and policies.
They update incidents, problems, requests and events with progress and resolution details.
Support Engineers L1 that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
They complete and maintain any shift hand hover schedules.
Support Engineers L1 are required to strictly comply with all processes and procedures as prescribed by Dimension Data when relevant.
They display a strong client service orientation and strive to meet and exceed service expectations at all times.
Support Engineers L1 are also responsible for producing breach and other reports that are necessary for the correct operation of processes.
They identify failures and short-comings in the current processes and escalate with recommendations. Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
They are good communicators, both verbally and in writing and are able to explain procedures to technical and non-technical audiences in a concise and clear manner.
What would make you a good fit for this role?
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.
Tell us about yourself Sign in, load your CV or simply give us your details directly from LinkedIn and we'll reach out when we have an opportunity that suits your skills and interests